If at First You Don’t Succeed, Test, Test Again

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Test Failure

In one recent test Empirix was involved with, callers were complaining about long connection times and poor voice quality during a storm. The company involved conducted a test of its SBC to better understand the origin of the issue. During the test process, the organization discovered that, while having a registration flood of 10,000 concurrent SIP registrations, SIP call setup time doubled. Moreover, jitter increased on the SBC.

Analyze This! The PACE Conference in NYC

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New York City

I recently attended the Professional Association for Customer Engagement (PACE) in NYC. There was great energy in the room throughout the day as over 100 users, vendors and partners explored trends and opportunities in the CRM and contact center market segment in the NYC area. Two noteworthy trends were discussed throughout the day: cloud and […]

End-to-End Testing to the Agent Desktop

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Agent Desktop

Now that you’ve completed infrastructure, SBC and IVR testing, let’s take a look at the last segments of the end-to-end test best practice: CTI Data and Routing testing, and Agent Desktop Integration. CTI Data and Routing Testing CTI Data and Routing testing measures the capabilities and accuracy of the link between your IVR system and […]

Voice Biometrics, WebRTC and More at SpeechTEK 2013

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Voice Biometrics

SpeechTEK 2013 in New York City this week was a very successful event. I’ve been attending this event for more than 10 years, and while the trade show area was a bit smaller this year than in past years, the quality of attendees, discussions with customers and conference sessions were outstanding. Voice Biometrics One of […]

Customer Service: Who Cares? [Infographic]

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Providing a high quality customer experience is critical to keeping your customers happy. That’s the philosophy behind the service quality assurance and analytics solutions Empirix has brought to market. We know it’s vital that, when customers contact a business, they are able to get through without long wait times, garbled conversations, incorrect transfers, constantly repeating the same information, and the like.

Business Analytics: The Journey to Success

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Business Analytics Journey

The starting point is the traditional Business Intelligence (BI) infrastructure. There’s no question that it’s invaluable to have the ability to take data available and use it to better understand market demands and gain a competitive edge. A tool set was developed to handle data and allow users to come to useful conclusions. But that data was limited.

Voice Portal/IVR Testing

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Big Data

The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate actual calls into the voice portal/IVR in a controlled way and measure the results at every stage. This is especially important in Unified Communications and Contact Center installations, where the structures are quite complex. Isolating performance issues at each layer enables you to speed the discovery of the source of any problem that might crop up.

What is Passive Monitoring?

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Closer Look at Passive Monitoring

No matter how solid a communications system is when it’s first implemented, things tend to go wrong over time. As you add new technology, change settings, have increased voice or data volumes, and more, it becomes a requirement that you monitor your communications systems to ensure they run as expected.